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Issues with VM? Gaming is awful, please help!

Dear helpful community. I have always had to battle 'lag' and never quite understood why, but since buying CoD MW (XBox One, wired, VM 350) it has been a lot worse.

After trawling many forums, most of which criticise the Hub 3.0, i have tried 'port forwarding' (which didn't work), reserving MAC address, switching off the firewall etc. and am still getting shot before i can pull the trigger, only hearing one shot, when being hit by a number of shots, watching replays and the opponent is for example in a different place to where it looked on my screen etc. etc. !!!

I am now reading about the ping/latency causing issues, i just don't know what to do myself to find out exactly where the problem is. I saw (in this community) that someone was trialling BT Fibre and getting a steady latency and experiencing no problems for gaming, but that's a jump into a 2 year contract ...and what if it doesn't work?!!!

As a starter, here is one of my BQMs, but i don't know about stuff like tracing pings etc, so any help would be much appreciated:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7167d59acf1142c50b7dbc191d7eeb8c132b4d50-22-01-2020

 

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Re: Issues with VM? Gaming is awful, please help!

Your BQM shows a trace of lost packets, plus some obvious latency spiking at peak times.  This suggests your problem is on your cable connection to the street cabinet, not on traffic routing hops - although the lost packets are small numbers, there shouldn't be any lost packets on a fully working connection, and they wreak havoc with streaming and gaming.

I suggest you wait until you find your gaming experience is poor and then do the following checks - if the problem is intermittent, best to do the detective work at the time the problem exists.  First, go to Speedtest.net and run a speed test using the default server - is this giving you your full contracted speed?

Second, connect to your hub, don't log in, but click "Check router status", then have a look at the tab "Network logs".  If that's full of recent critical errors like T3 timeouts, Synchronisation errors, RCS Partial service, No ranging response, then your cable connection probably has a fault.  All messages like DHCP Rebind or Renew can be ignored, and if there's a few critical errors, but not more frequent than every four days of so, then that's not telling us much.  My guess is that you might not find too much, but worth looking.  

And whilst you're you're in Router status, take a look at the tab "Downstream".  There should be 24 channels, each with SNR values above 34 dB, and power levels should be between -5 dBmV and +10 dBmV, (ideally tightly clustered and closer to 0 is better than at either limit).  Error numbers should be low for pre-RS errors, but as they count continuously since the last on/off cycle, its difficult to give advice without knowing what the error count is and when the hub was last power cycled.  If there's any number of post-RS errors then there has been some form of serious trouble, but obviously we need to know when the hub was last restarted. 

Next, look at Upstream.  The power levels (as the hub shows them) should be between 3.4 dBmV and 4.9 dBmV, there should be four channels, all of them should be shown as running at 64 QAM.  If this is not the case, then there's some form of upstream noise that interrupts the synchronisation of hub and street cabinet, but that usually appears to customers as poor downstream performance.

If your hub isn't compliant with those tell us which and we can suggest next steps. 

 

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Re: Issues with VM? Gaming is awful, please help!

Hi @Andruser, given the fact that i have the issue more often than not, i thought i'd do it now:

Network Log
Time Priority Description
24/01/2020 02:28:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 02:39:5 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 02:42:43 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 02:44:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 02:45:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:05:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:56:29 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:57:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 03:57:15 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:00:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:12:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:14:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:31:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:31:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:31:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:44:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 04:59:59 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 05:17:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 05:25:23 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2020 05:35:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Issues with VM? Gaming is awful, please help!

...and:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 187000000 -1.7 33 256 qam 7
2 195000000 -0.9 35 256 qam 8
3 203000000 -0.5 38 256 qam 9
4 211000000 -1.2 38 256 qam 10
5 219000000 -0.5 38 256 qam 11
6 227000000 -0.5 40 256 qam 12
7 235000000 -0.2 40 256 qam 13
8 243000000 -0.7 40 256 qam 14
9 251000000 -1 40 256 qam 15
10 259000000 -1.5 40 256 qam 16
11 267000000 -1.5 40 256 qam 17
12 275000000 -2.2 40 256 qam 18
13 283000000 -3 38 256 qam 19
14 291000000 -4.7 37 256 qam 20
15 299000000 -5.4 38 256 qam 21
16 307000000 -4.5 38 256 qam 22
17 315000000 -4.2 40 256 qam 23
18 323000000 -3.7 40 256 qam 24
19 443000000 -4.2 40 256 qam 25
20 451000000 -4.5 38 256 qam 26
21 459000000 -5 38 256 qam 27
22 467000000 -5 38 256 qam 28
23 475000000 -5.2 38 256 qam 29
24 483000000 -5.4 38 256 qam 30


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 33.4 1410247783 2000671689
2 Locked 35.7 1925841109 504735413
3 Locked 38.6 251942374 92882054
4 Locked 38.6 513223785 34753352
5 Locked 38.9 835443116 1470
6 Locked 40.3 109219 1571
7 Locked 40.3 12485 1196
8 Locked 40.3 20516 1167
9 Locked 40.3 31751 1016
10 Locked 40.3 12202 959
11 Locked 40.3 788935 1776058
12 Locked 40.9 1054029 832351
13 Locked 38.9 1748509 1797221
14 Locked 37.3 176603076 1290022
15 Locked 38.6 159272925 13259236
16 Locked 38.9 7466016 2139981
17 Locked 40.9 5876795 14720199
18 Locked 40.3 4974930 50859364
19 Locked 40.3 5232 315
20 Locked 38.9 8839 300
21 Locked 38.9 10477 896
22 Locked 38.9 6969 207
23 Locked 38.9 10635 326
24 Locked 38.9 13073 224

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200118 4.875 5120 64 qam 1
2 25800097 4.75 5120 64 qam 4
3 39400164 4.825 5120 64 qam 2
4 32600040 4.8 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

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Re: Issues with VM? Gaming is awful, please help!

That number of T3 timeouts in the log shows that your connection is rotten. The error numbers are a crime against humanity judging by the relationships between the numbers, eg if you've "only" got 5232 pre-RS on channel 17, then on a working connection, regardless of power-on time you wouldn't see the quite staggering 2 billion+ post-RS errors on channel 1.  You've got out of spec downstream power levels on three or four channels, and the signal to noise ratio is too low on channel 1.  That's all going to require a technician visit to fix, and the best way of getting that is waiting for the forum staff to pick your post up and advise on next steps.  They've been pretty quick of late, but sometimes takes a day or two. 

If you can't wait, then call 150, selecting options for things like "about my account" and "thinking of leaving", so options  1, 1, 4, 4, 2, at which point you'll be asked for three characters from your account password.  If you get through that test, you'll be connected to the UK based customer retention team, and they'll be keen to sort out technical problems rather than lose your business.  Whatever you do, don't call VM's offshore technical support via 150 - you'll wait for ages, then they'll run through some irrelevant scripted tests, do a remote reboot of your hub and declare that either the problem is solved, or that somehow the poor performance is normal.

If VM can't or won't fix the problem, then you would be better off with a BT line - here's a recent representative BQM for my £70 a month Virgin Media connection (I've had better days, equally I've had much worse, and of late it has been annoyingly erratic).

My Broadband Ping - VM number 2

And here's a representative chart from a relative's £30 a month 38 Mbps Openreach connection at an out of the way rural village (note in particular that the minimum latency is 10ms, compared to 17-18ms for VM cable.  Whilst 7 ms is neither here no there, as a gamer which would you rather have?

My Broadband Ping - Bretforton

Obviously, unless you've got Openreach FTTP then you'll be limited to about 80 Mbps at best (which isn't a bad speed, even for a family), if you can get FTTP, then Openreach are shortly going to roll out new speed bands of 115, 220, 550 and 1 gigabit.

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Re: Issues with VM? Gaming is awful, please help!

Thanks @Andruser ...that's awesome. Do i just wait for the forum staff, or do i have to do something?

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Re: Issues with VM? Gaming is awful, please help!

Hi Frisky_Gunn, 

Thank you for your post, I am sorry you are having issues with your broadband, after doing some remote checks our systems have identified a prolonged performance issue which will require an engineer to resolve I will pop you a private message so we can get this booked for you.

Thanks,

Zoie

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Re: Issues with VM? Gaming is awful, please help!

UPDATE!:

Ok, so VM identified a prolonged issue, sent an engineer, who sorted a bent cable, replaced our powered splitter and re-made all cable connections. The result, one good game (chance?), then now worse than ever!!!

Looking at the 'Gaming Support' posts, it seems there are many people having issues. Please can someone shed some light on what i do next, before i scrap VM and go to BT fibre?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a10963dbbd1eedec1ef5c2010c86fa4caeb0eed9]My Broadband Ping

 

 

Network Log

Time

Priority

Description

10/02/2020 11:31:6

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:31:3

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:31:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:31:2

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:30:59

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:11:8

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:08:48

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:08:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:08:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 11:08:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 10:37:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 10:37:55

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 10:37:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 10:37:55

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/02/2020 10:37:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2020 10:42:2

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2020 03:02:34

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/02/2020 02:16:20

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/02/2020 04:04:19

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/02/2020 04:56:59

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

307000000

4

38

256 qam

22

2

187000000

8.3

40

256 qam

7

3

195000000

7.5

38

256 qam

8

4

203000000

7

38

256 qam

9

5

211000000

7

38

256 qam

10

6

219000000

6.6

38

256 qam

11

7

227000000

6.5

38

256 qam

12

8

235000000

5.8

38

256 qam

13

9

243000000

5.6

38

256 qam

14

10

251000000

5.5

38

256 qam

15

11

259000000

5

38

256 qam

16

12

267000000

4.8

38

256 qam

17

13

275000000

4.8

38

256 qam

18

14

283000000

4.6

38

256 qam

19

15

291000000

4.6

38

256 qam

20

16

299000000

4.1

38

256 qam

21

17

315000000

4

38

256 qam

23

18

323000000

4

38

256 qam

24

19

443000000

2.2

38

256 qam

25

20

451000000

2.4

38

256 qam

26

21

459000000

2

38

256 qam

27

22

467000000

1.7

38

256 qam

28

23

475000000

1.2

38

256 qam

29

24

483000000

1.4

38

256 qam

30

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

4.125

5120

64 qam

3

2

46200000

4.15

5120

64 qam

1

3

25800000

4.075

5120

64 qam

4

4

39400000

4.15

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

 

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Re: Issues with VM? Gaming is awful, please help!

I'm no expert, but one possible cause is that the hub's downstream power levels have too great a range, from 1.2 dBmV to 8.3 dBmV.  If that's all that's wrong then it should be a quick and simple fix (albeit another technician visit), and its always possible there's another upstream issue that is being resolved even now.

Wait for the forum staff to respond to this, see what outcome you get.  If that doesn't get a quick and effective outcome, then it is perhaps time to consider changing ISP.  But before leaping into the arms of another enormous, well known ISP that doesn't give a stuff about customer service, you may want to consider whether you value good customer service, and are prepared to ignore the "cheap-up-front-but-pay-later" models of large ISPs, and using one of the better performing small ISPs.

 

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Re: Issues with VM? Gaming is awful, please help!

Thanks again Adruser, what i really want is to be able to keep my sanity while gaming. We work from home and really don't have any issues with general internet stuff, it's just the gaming side that drives me mad. When i saw your (and other poster's) BT fibre graph with low and consistent latency, it looks like that will go some way to better gaming, am i barking up the right tree?

Thanks again, it's much appreciated.

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